How to Troubleshoot Email Notifications

Email notifications are a primary feature of the eType system, automatically informing subscribers about new issues and providing direct links to the e-Edition. When subscribers stop receiving these notifications, you can quickly diagnose and resolve most issues through account verification.

Use this troubleshooting process when subscribers report missing email notifications for new e-Edition releases. This guide helps you identify whether the issue is account-related, email-related, or requires technical support escalation.

Prerequisites: You need publisher credentials for the eType system. Most email notification issues stem from expired accounts or incorrect email addresses and can be resolved in under 10 minutes.

1. Navigate to http://www.etypeservices.com

2. Log in with your publisher credentials (username/password)

1. Select "Subscriber Report" under the Circulation option at the top of the screen

2. Perform a custom search using the subscriber's last name

3. Locate their account record in the search results

1. Check account status: Confirm the account is still active (not expired)

   • If expired: The subscriber needs to renew their subscription before email notifications will resume

2. Verify email address: Ensure the email address in the eType system is accurate and current

   • If incorrect or outdated: Click the "Edit" option to the right of their record

   • Update the email address with the correct information

   • Save changes

If the account is active and the email address is correct:

1. Contact eType Services support at support@etypeservices.com

2. Include the following information:

   • Subscriber's name and account details

   • Confirmation that account is active

   • Confirmation that email address is accurate

   • When the subscriber last received notifications (if known)

3. What happens next:

   • Support staff will investigate the technical issue

   • They will report back promptly to both you and the subscriber

   • You'll receive best practices, next steps, and a solution to the problem

Q: How often should subscribers receive email notifications?

A: Subscribers receive email notifications each time a new e-Edition issue is published, typically matching your publication schedule.

Q: What are the most common causes of missing email notifications?

A: The most frequent issues are expired subscriptions and outdated email addresses in the subscriber's account.

Q: Can I test if notifications are working for a specific subscriber?

A: After verifying account status and email accuracy, eType Services can test notification delivery as part of their technical investigation.

Q: What if the subscriber's email address is correct but they still aren't receiving notifications?

A: This typically indicates a technical issue that requires eType Services investigation, such as email filtering or delivery problems.

Q: How long does it take for eType Services to resolve notification issues?

A: Support staff report back promptly, usually within one business day, with next steps and solutions.

Q: Should I advise subscribers to check their spam/junk folders?

A: Yes, this is good advice to give subscribers while you're investigating their account status, as email filters can sometimes redirect notifications.

Q: What if I find multiple email addresses for the same subscriber?

A: Ensure you're updating the primary email address associated with their active subscription. Contact eType Services if you're unsure which address should be used.